Team Leader, Client Care

Location: Hybrid role based at Darling Park Tower, 1/201 Sussex St, Sydney, NSW, Australia

Company

hirify.global is a financial services company focused on improving customer and employee outcomes through technology, operational improvement, and collaborative delivery.

What you will do

• Lead, coach, and support Client Care Officers to achieve strong service and operational outcomes.
• Monitor customer demand, call volumes, service levels, quality, and operational performance.
• Act as the initial escalation point for significant customer, employee, and operational matters.
• Use operational data, customer feedback, and frontline insights to identify service gaps and improvement opportunities.
• Review processes and procedures to reduce complexity, duplication, and manual activity, including opportunities for AI, automation, workflow tools, and data capabilities.
• Partner with Client Partnerships, Technology, IT Operations, Risk, Compliance, and Information Security while managing quality assurance, training, risks, incidents, and control weaknesses.

Requirements

• Previous team leadership or people management experience in customer service, contact centre, or operational environments.
• Demonstrated experience coaching and developing employees.
• Experience monitoring service delivery, operational performance, or quality outcomes.
• Strong problem-solving and critical-thinking skills.
• Ability to review processes and identify practical improvement opportunities.
• Strong written and verbal communication skills, with effective stakeholder management, collaboration, and influencing capability.
• Sound understanding of operational risk, controls, and compliance responsibilities.
• Good digital literacy, including experience using Microsoft Office.

Culture & Benefits

• Collaborative environment focused on challenging existing ways of working and improving customer outcomes.
• Recognition through IGNITE and tailored development opportunities.
• Initiatives supporting physical, mental, and financial health, plus discounts through hirify.global Advantage.
• Workplace committed to diversity, inclusion, and flexible work arrangements.
• Equal opportunity employer offering a positive, barrier-free recruitment process.

Hiring process

• Apply through the vacancy application link; screening and interviews may occur before the job ad closing date.
• hirify.global does not accept unsolicited resumes from recruitment agencies or search firms.